North American Power

Complaint: [redacted]
Complaint is being re-opened with consumers response:
Here it is 2 months later and I have to write another complaint about this company. When I switched to North American Power I was mislead to beleive how I would save so much money over my current provider. I was given a rate of .0909, never was it mentioned that they had a fixed or variable rate, which they admitted to when speaking with me. I was advised by their customer service that I was not given this information because at the time that I signed up fixed rates higher then the variable rate. I already filed a complaint with the Revdex.com about the billing issue and they offered me over a 400.00 refund, which I accepted. I then cancled my service with them. I was advised when I canceled that it would take 2 months to process the cancelation (they also advised it would take 2 months to activate the fixed rate, which is sick being that they are charging outragious rates). Last month my rate was .0909 and this month they zapped me with .1699 almost double. Then when my husband called to complain about the almost doubled rate they whiny guy on the phone basically said oh well, we can charge what we want because we are not regulated. He then procedded to tell us we are stuck paying this outragious rate for another month before the cancelation is processed (mind you I orginally canceled on Feb 14, why is it taking over 3 month to process this? It is so they can rob me of more money I do not have to give them. Then to make it seem okay they were ripping us off they offered us a 50.00 resturant.com gift certificate. My husband told him he did not want it, but they say they are sending it anyway. How can they justify almost doubling the rate? I really think a class action law suit is the only way to stop this company from ripping off customers.
I want them to charge me the fixed rate,I spoke to them back on Feb14 and they told me that it would take 2 months to process a cancelation or the fixed rate change,and I cancled at that time.But for some reason it is taking 3 months for the cancelation on my account. Jan2014 they charged me.1599 Feb 2014 after complaining and being issued a partial refund they lowered it to.0909, March2014 they jumped the rate to.1699 they can change rates every month but customer request take 90 days, crappy.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your assistance.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

NAPG takes each customer's claims very seriously and strives to resolve the matter amicably.  At this time Ms. [redacted]'s concerns remain under review and she will be contacted by an NAPG customer care agent at any time prior to Friday, 1/9/2015.  We appreciate her patience and...

cooperation.Sincerely,
Compliance Department
North American Power and Gas

Wow.....as soon as contract ends....get ready to get robbed. What a shock with out notice! BILL came quadruple the rate that was contractually established. Then if you try and contact through
phone...you are never allowed to speak to customer service. They hire people just to deflect and delay time for you to talk to anyone. This is the second time in 2 weeks. They handle you like a used car dealership, turning you over to another manager or sales rep......not by placing you on hold, but by telling you they will take down info and have a customer service rep get back to you in a few days.
They ARE NOT AN ELECTRIC COMPANY....they use tactics that are deceiving and deflect any direct contact by delaying any contact to begin with.
I am actively searching for another provider...gone are the days where the government controls and maintains consistancy by regulating suppliers.
WHO THE [redacted] WANTS TO SHOP FOR ENERGY SUPPLIERS EVERY YEAR
JV

Complaint: [redacted]I am rejecting this response because:
I took the time to go back and review past four years of my electric bill and this is what I learns:
2011 Electric Bill

 
2012
Electric Bill

 
2013
Electric Bill

 
2014
Electric Bill

 
2015
Electric Bill


Month
Rate
Amount
 
Month
Rate
Amount
 
Month
Rate
Amount
 
Month
Rate
Amount
 
Month
Rate
Amount

Jan

296.87
 
Jan
0.08174
155.98
 
Jan
0.0852
131.01
 
Jan
0.0789
176.11
 
Jan
0.1599
408.2

Feb
0.09885
120.07
 
Feb
0.08174
96.09
 
Feb
0.0852
128.63
 
Feb
0.0789
189.64
 
Feb
0.1599
318.67

March
0.09885
85.66
 
March
0.08174
74.96
 
March
0.0852
131.04
 
March
0.0789
139.75
 
March
0.1399
214.74

April
0.09885
78.98
 
April
0.08174
50
 
April
0.0852
93.11
 
April
0.0789
94.96
 
April



May
0.09885
56.7
 
May
0.08174
37.37
 
May
0.0839
51.85
 
May
0.0789
54.28
 
May



Jun
0.09163
62.34
 
Jun
0.08531
67.91
 
Jun
0.0839
53.81
 
Jun
0.0789
91.31
 
Jun



Jul
0.09163
66.22
 
Jul
0.08531
75.81
 
Jul
0.0839
64.95
 
Jul
0.1199
176.72
 
Jul



Aug
0.09163
45.48
 
Aug
0.08531
59.58
 
Aug
0.0839
54.85
 
Aug
0.1399
124.24
 
Aug



Sept
0.09163
57.49
 
Sept
0.08531
56.31
 
Sept
0.0839
45.91
 
Sept
0.1399
106.98
 
Sept



Oct
0.08174
45.47
 
Oct
0.0852
45.02
 
Oct
0.0839
53.48
 
Oct
0.1499
119.35
 
Oct



Nov
0.08174
64.6
 
Nov
0.0852
71.82
 
Nov
0.1199
108.17
 
Nov
0.1499
119.98
 
Nov



Dec
0.08174
81.38
 
Dec
0.0852
104.89
 
Dec
0.1199
190.41
 
Dec
0.1599
216.91
 
Dec





 



 



 



 





1061.26
 


895.74
 


1107.22
 


1610.23
 


941.61



 



 



 



 




As they say, I signed up with North America Power on Dec 2013.  Jan 2014, I received my first bill from North America Power.  However, it takes two billing cycle to cancel?  How does that make sense?  They are able to take my money right away, but they can't cancel right away?
If you look at what I have paid for three years prior to North American and what I ended up paying with North American, it doesn't compare at all.  Look at the average rate and bill I paid three years prior to North America Power.  The year North American Power took over, I paid over $500 more in 2014.  In addition, if you look at the projection, I am already about 3/4 into my annual bill within first 3 months of North America Power's charge.  This is why I believe their company is a scam.  How can they be so much higher??  Not to mention, when I originally called with my concern, they were only willing to offer to lock me into another one year contract at a rate that was still higher than what [redacted] would have charged!!!  How is this not a scam????
In addition, My Dec 2014 bill did not include a meter reading from North America.  Instead, this was added to my most recent bill in March 2015.  As a result, I only paid $52.53 in December 2014 and I received a bill in March 2015 for $379.12.  Is this another scam tactic to hide how outrageously high their rates are??  Because if my bill in Dec was over $200 as it was suppose to be, I would have noticed the concern earlier.  
Look at how much higher North America Power's rates are compared to what I had been paying with [redacted] in 2011 and 2012, then with Direct Energy partly in 2013.  
I average around $1000 annually in electric bills.  Yet, under North America Power in 2014 I paid $1610.23,  1.5x my average.  Then now in 2015, I paid $941.61, which is 3x my average!!!!  Now, they want to just pay me off with less than $200?  How is this fair?  
Then, I find out that there have been numerous complaints about this company's scam through Revdex.com.  
Sincerely,
[redacted]

Complaint: [redacted]
Good Afternoon,
I am rejecting this response because it does not fully address the charges for the time period I was a customer. While I appreciate that NAP wants to make this right, they are only refunding for the October and November billing cycles. As noted in my intial complaint, rates duobled in the the August bill . Therefore the August and September billing have still not been addressed. Furthermore, as noted in the NAP response, they would be refunding through 11/6.  However, I remain their customer paying the inflated rates through early December. As such, the December bill also needs to be addressed. This is 3 months, for a total of 5 months (August - December).  The refund only addressed 2 months (October and November).
Please increase the refund amount to reflect the 3 additional months and I will accept the business response.
Sincerely, [redacted]

Hello,
([redacted])
We're
sorry that the customer, like many customers of both suppliers and utilities
across the region, have
experienced higher-than-usual variable rates this year
The customer was enrolled into NAP's guaranteed savings plan, however, the plan
expired and defaulted to the variable rate.
Attempts
have been made to contact the customer, but to no availIn the interest of
customer satisfaction, we are sending the customer a check in the amount of $82.28,
which is the difference between the variable rate the customer was charged and
what they would have paid if they were charged at the utility's rate-to-compare
for the customer's last billing cycle
Lastly,
the customer will be refunded at the utility's RTC for their final months of
service.
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns.
[redacted], Regulatory Compliance Analyst
North American Power
[redacted]

This Company keeps calling over and over. When I tell them I am not interested they keep going. I have TRIED multiple times to just say no thank you and hang up politely. They keep calling me back and the man on the phone says I must have been disconnected. I tell him no, I politely hung up on you. I ask for a supervisor and am treated the same way! Both gentleman were laughing like this was entertaining to them. I am trying to run a business and have to keep wasting time on these jokers! I am leery of cold calls that tell me I can get a rebate or money….etc.

We're truly sorry
that the customer, like many customers of both suppliers and utilities across
the region, have experienced higher-than-usual variable rates this
winter—unfortunately, wholesale prices for both electricity and natural gas
this winter have sky-rocketed as a result of a severe winter energy shortage
caused, in large part, by the extraordinarily cold weather. We do offer
fixed rates that can help insulate customers from these types of market
fluctuations, and our variable rate customers can always call us to make this
switch. 
 
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $225.30,
which is the difference between what the customer paid with us for their gas and electricity supply
and what they would have paid at the utility's rate-to-compare for the
customer's last billing cycle. Neither account will incur any further charges from North American Power.
  
We have contacted the customer to discuss these points. We sincerely hope that the customer is
satisfied with this outcome, and we encourage them to contact our Account
Specialist, [redacted] with any additional questions or
concerns.

We're truly sorry
that the customer, like many customers of both suppliers and utilities across
the region, have experienced higher-than-usual variable rates this
winter—unfortunately, wholesale prices for both electricity and natural gas
this winter have sky-rocketed as a result of a severe winter energy shortage
caused, in large part, by the extraordinarily cold weather. We do offer
fixed rates that can help insulate customers from these types of market
fluctuations, and our variable rate customers can always call us to make this
switch. 
 
In the interest of
customer satisfaction, we are sending the customer a check in the amount of $70.83,
which is the difference between what the customer paid with us for their supply
and what they would have paid at the utility's rate-to-compare for the
customer's last billing cycle. 
  
We sent an email to
the customer outlining these points. We sincerely hope that the customer is
satisfied with this outcome, and we encourage them to contact our Account
Specialist, [redacted] with any additional questions or
concerns.

BEWARE OF THIS COMPANY! As soon as the fixed rate ends they jack the price up drastically. The 1st month it went up 50%. When I realized the increase I switched back to my local company but when I received my final bill it was a 100% increase. They had the nerve to charge 19.9 cent a kilowatt. Compare that to your rate and any savings was completely lost. Clearly they prey on people that don't scrutinize the bill. Buyer beware!
P.s I called and was told letter was mailed out saying fixed rate was ending. No call, no email. Said they didn't have the man power to dedicate to notifying customers. Do they really want to notify you?

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted]. 
In the complaint, Mr. [redacted] expressed dissatisfaction with the variable rate
charged following the expiration of his...

fixed contract.
 
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options prior to the expiration of their fixed contract.  However, if the
customer takes no action following the notice and/or opts out of renewal; the
Terms of Service indicates that their account will automatically default to a
variable rate plan.  This was the case with Mr. [redacted]’s account.
 
In
late December 2014 Mrs. [redacted] made contact with the company and despite the
renewal letter being mailed on 9/10/2014, she was provided several options
concerning the account and was even offered an adjustment to the last bill
cycle.  However, she declined the resolution
offered and decided to cancel. 
 
That
being said, we wish there was more that we could do and regret the customer was
dissatisfied.
 
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address this complaint. 
 
Sincerely,
 
Compliance
Department
North
American Power and Gas

Revdex.com:North American Power and Gas, LLC customer service representative [redacted] contacted me and reviewed my Revdex.com complaint.  He said that according to NAPG's information the notification for my renewal was sent to me(although I told him I did not receive it).  He also said he saw the obvious jump in my bills and would like to make it right.  He assured me that they will reimburse the difference for 2 consecutive months that were the highest.  [redacted] was waiting to review the February 17th, 2015 bill, and from there cut a check to me for the difference.  When that happens, I will then find that the resolution is satisfactory to me.  I would also like to mention that the representative [redacted] was factual and thorough, along with compassionate and kind.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] %3

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you very much for your mediation and to NAPG for their prompt and reasonable solution to this problem.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this proposed resolution is satisfactory to me.
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have...

been astronomically high in New Jersey this winter—in fact, they've been high throughout the Tristate, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
383788 – Electric
·         $154.36 -  3/20-4/16
·         $319.06 – 2/19-3/19
·         $299.30 – 1/21-2/18
 
Total refund: $772.72
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

Hello,
This email is being sent in response to the complaint filed by [redacted] - Complaint # [redacted]
We at North American Power & Gas take the satisfaction of both our customers and potential customers very seriously, and we apologize for any challenging experience [redacted]...

[redacted] might have had.  With the hopes to rectify this matter with [redacted], he was recently contacted in order to discuss and address the issues summarized in his complaint report; and we're happy to inform you that the customer's concerns have been addressed.  Should you have any further questions, please do not hesitate to contact us directly.
Sincerely,
Compliance DepartmentNorth American Power & Gas

Hello,
[redacted]
The following written response is made pursuant to the complaint filed by Customer, [redacted] against North American Power and Gas, LLC (“NAPG”). In the complaint the customer claims they were informed, at the conclusion of his fixed term, he would be supplied...

at a competitive variable rate.
To begin, on 12/8/2013,[redacted] enrolled into NAPG’s 12-month $0.0599/kWh fixed rate. Based on the customer’s account details, the fixed rate plan started on 1/6/2014 – which he was supplied for the length of the customer’s term. Needless to say, at the end of the customer’s 12-month term, his account defaulted to the variable rate. 
Keep in mind, variable rates are subject to price fluctuations based on market conditions and other price related factors. That being said, rates can go higher or lower than the local utility in any given month. 
In the effort, to negate customers, from being exposed to the variable rate at the conclusion of their fixed term. As a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan. Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan. This was the case for [redacted]
Attached you will find Exhibits A & B: 1) the Welcome Letter and TOS that were mailed to the customer. 2) the renewal letter that was mailed to the customer informing him of the pending expiration of his fixed term.
Lastly, [redacted] account has a service end date set for 3/4/2015 and will not incur any further charges beyond this date – nor will he be assessed any early termination fees.
We surely wish there was more we could do. If you should have any further questions or concerns, please do not hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
[redacted]

Complaint: 11423608
This response does not in any way address the central concern reported to Revdex.com:  the deceptive business practice of North American Power, which has been well-documented to the Revdex.com by hundreds of other customers.
1.  North American Power’s response regarding the claim of sending me a letter in no way constitutes “proof”:  this is certainly not proof.  Rather, it is a simple claim from a company with clearly deceptive business practices.  Also, North American Power does not provide an explanation as to why they ignored three (3) earlier requests from me on March 20, March 29, and April 5, 2016 for such proof.
2.  North American Power’s response indicates that “In fact, he [customer] received an additional 2 months at the mentioned rate plan after his agreement had expired”:  this raises an additional concern.  Why would this company, that wantonly  charges their customers rates that exceed their local power company's rates by  up to 67%, offer two additional months at a reduced, promotional rate without communicating it?  This is the period when the customer is scheduled to return to North American Power’s default "variable rate".  One could conclude that North American Power does this to further facilitate their bait and switch practice, leading customers who are watching for a rate change into thinking that the “variable rate” they defaulted to is fair, which of course it is not.  North American Power should explain the rationale behind this additional deceptive practice.
3.  North American Power states that “a customer has the option to log into their customer portal”:  no such portal was communicated to me, not a single time.  This is because, as noted in the original complaint, North American Power did not contact me a single time by any channel including US mail, email, or phone for the entire period of my relationship with them, i.e., approximately two (2) years.  North American Power cannot and does not dispute this, but provides no explanation for this practice.  In addition, there is no reference to a “customer portal” in what North American Power claims to be the physical letter they sent in advance of my original promotional rate expiring.  North American Power clearly does not wish to remind their own customers who are paying their excessive “variable rate” of these charges, and North American Power will continue to reap the rewards of their deceptive practice.  For me, this excess over reasonable charges reached almost $500/year.
4.  North American Power states that “the customer was properly charged for service”:  this statement is both despicable and untruthful, since North American Power’s rates that exceed customers’ local power company's rates by  up to 67% for a basic utility would not be considered “proper” by any reasonable estimation.
In summary, the central intent of this complaint is to further expose the deceptive business practice of North American Power, as reported by me and hundreds of other former customers.  North American Power focuses their response on how long I took to notice this deception and cancel my contract with them, however that is not the central concern of this complaint.  This diversion and North American Power’s failure to address the actual complaint is another indication of a mature practice of deception by North American Power.
Thank you.
Scott V. Marchese